Customer experience executive – d2c / e-commerce
BRIX CONSULTANTS · Mumbai, India
Job Description
Skill Set-Customer Experience | D2 C / E-commerce
Location: Saki Naka, Andheri, Mumbai
Experience: 2–5 Years
Work Mode: Hybrid
⏳ Notice Period: Immediate Joiners preferred / Maximum 15 Days
Working Days: 6 Days/Week
Shift: Rotational Shifts, including Night Shifts
Week Off: Rotational Job Description
We are looking for an experienced Executive – Customer Love with a strong background in Customer Experience / Customer Support , preferably from D2 C, FMCG, E-commerce, Food & Beverages, Nutrition/Wellness, Personal Care, or Consumer Products .
The ideal candidate should have hands-on experience managing customer interactions across multiple channels and providing timely, end-to-end resolutions. Roles & Responsibilities
Handle customer queries through Whats App, Email, Social Media, Inbound & Outbound Calls Manage customer complaints and ensure end-to-end resolution Work with customer service metrics such as SLA, First Response Time (FRT), Resolution TAT & CSAT Handle NDR, RTO, lost/damaged shipments and delivery-related issues Coordinate with courier/logistics partners for shipment and customer resolutions Respond to customer comments and DMs on social media Maintain query logs, escalation trackers and refund/replacement trackers Work on Helpdesk/Ticketing platforms such as Freshdesk, Kapture, Lime Chat or similar tools Work with e-commerce/OMS/WMS platforms such as Shopify, Click Post, Unicommerce, Easy Ecom or similar systemsDetails
| Company | BRIX CONSULTANTS |
| Location | Mumbai, India |
| Type | FULL TIME |
| Niche | general |
| Experience | permanent |